Service Quality and Customer Satisfaction of Public Transport on Cape Coast-Accra Route, Ghana

Thomas Kolawole Ojo · Dickson Okoree Mireku · Suleman Dauda · Ricky Yao Nutsugbodo

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Transportation Planning and Optimization Customer Service Quality and Loyalty Healthcare Quality and Satisfaction

Abstract

This study is to investigate customer satisfaction using SERVQUAL model with regards to public transportation, specifically intercity bus on Cape Coast- Accra route in Ghana. The SERVQUAL method comprised five dimensions namely reliability, assurance, tangibility, empathy and responsiveness. These five dimensions comprise 26 attributes. The route purposively chosen was Cape Coast- Accra route on which 162 copies of self-administered questionnaires were served on passengers by systematic sample. The results indicate gaps in two of the five dimensions and 15 attributes were ascertained to have influenced perception of service quality leading to customer dissatisfaction. Recommendations for improvement in service quality resulting in customer satisfaction have been made. Keywords: public transport, intercity bus, SERVQUAL, customer satisfaction

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2004A model of customer loyalty in the retail banking market 2011Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh 2000International service variants: airline passenger expectations and perceptions of service quality 2012Performance indicators for an objective measure of public transport service quality 2004The applicability of SERVQUAL in cross‐national measurements of health‐care quality 2011Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation 2010Travel behaviour in Ghana: empirical observations from four metropolitan areas

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